Determinants of online channel use and overall satisfaction with a relational, multichannel service provider

By M. Montoya-Weiss, Glenn B. Voss, Dhruv Grewal. 2003

850 citations recorded by the source corpus.

Subfields: Information Systems and Management, Marketing, Organizational Behavior and Human Resource Management

View Paper: https://www.semanticscholar.org/paper/1cfb6bcae53f1f12d1a79408f0cfe221c61bfad4

How researchers see this paper

The researchers whose trusted networks rank it highest, strongest advocate first. Every researcher gets a different order.

In Information Systems and Management

In Marketing

In Organizational Behavior and Human Resource Management

Citations in the corpus

The role of technology readiness in customers' perception and adoption of self‐service technologies (2006, neutral): “), online channel use ( Montoya-Weiss et al. , 2003”
Applying the technology acceptance model to the online retailing of financial services (2006, background): “More specifically, there is very strong evidence to suggest that consumer knowledge or past experience of using the internet is a key determinant of online shopping behaviour ( Montoya-Weiss et al. , 2003”
Misplaced Trust? Exploring the Structure of the E-Government-Citizen Trust Relationship (2011, background): “…previous empirical studies—suggest that certain groups of citizens are more likely to adopt e-government, including younger, better educated, and higher income citizens (Carter and Belanger 2005; Dimitrova and Chen 2006; Montoya-Weiss et al. 2003; Warkentin et al. 2002; Welch et al. 2005).”
Interpreting informational cues: An explorative study on information use among prospective homebuyers (2009, neutral): “Montoya-Weiss, Voss, and Grewal (2003) examined what drove customers to use an online channel (i.e., a Website) in a multichannel environment that included offline channels (i.e., brick and mortar store).”
Converting Web Site Visitors into Buyers: How Web Site Investment Increases Consumer Trusting Beliefs and Online Purchase Intentions (2006, background): “Whereas some research has shown that such statements help instill consumer confidence in e-commerce sites (Palmer, Bailey, and Faraj 2000), others suggest that they are not necessarily the most important predictor of online trust (Montoya-Weiss, Voss, and Grewal 2003; Sultan et al. 2002).”
The role of emotions in online consumer behavior: a comparison of search, experience, and credence services (2012, methodology): “The classification which we adopted is the search, experience, and credence (SEC) framework which was originally introduced by Nelson (1970) and developed by Darbi and Karni (1973).”
The role of atmospheric cues in online impulse-buying behavior (2013, background): “2005), and the use of online channels (Montoya-Weiss et al. 2003).”
Web site satisfaction and purchase intentions: Impact of personality characteristics during initial web site visit (2008, background): “Literature on the adoption of innovative information services in general, and internet adoption in particular (Montoya-Weiss et al., 2003), MSQ 18,4 330 supports such a proposition.”
Examining Trust in Information Technology Artifacts: The Effects of System Quality and Culture (2008, methodology): “Navigational structure is a common component of many Web site quality studies [52, 53, 61, 89].”
Assessing the Self-service Technology Encounters: Development and Validation of SSTQUAL Scale (2011, background): “Intrinsic motivation plays a key role in technology usage (Montoya-Weiss, Voss, and Grewal 2003), indicating enjoyment is a crucial characteristic of IT service quality (Chen, Clifford, and Wells 2002).”
Designing Multi-Interface Service Experiences (2008, neutral): “X, Month XXXX xx-xx DOI: 10.1177/1094670508314264 © 2008 Sage Publications”